FAQ's - Frequently asked questions

General Issues

How do we find the office?

Suppose we don't have a hire-car, how do we get from the airport?

What should we bring on holiday?

Can we bring our dog?

Suppose our flight is delayed?

Will the supermarkets be open?

Can we get an evening meal?

What will be in the villa?

 

Servicing Issues

What services are included in the rental charge?

How many people are included in the servicing?

Suppose we need extra cots or beds?

What happens if some extra persons join the party?  Will there be an extra charge?

How are "Normal" & "Extra" Capacity defined and what exactly do these phrases imply?

 

Hire-cars

Who is permitted to drive the hire-car?

What are the age restrictions?

What does the insurance cover?

What should we do in the case of an accident?

 

Flights

How are the flights contracted?

What protection do we have with the flight arrangements?

Who exactly is the ATOL holder?

Suppose we have to cancel?

 

Payments

What are the payment arrangements?

What about payment security?

What about exchange rate fluctuations?

What does the Inventory Deposit cover?

How is it repaid?

 

Alterations & Cancellations

What are the cancellation conditions?

Will I lose the money?

How do I cancel?

How do I alter my holiday?

What are the alteration charges?

 

Breakdowns & Complaints

How do I notify breakdowns and/or shortages?

When do they get fixed?

Suppose we are generally dissatisfied?

Suppose we don't like the villa or it is unsuitable?

Do you have a complaints arbitration scheme?

 

Whilst on Holiday

What are the arrangements about heating, air-conditioning and heated pools?

Do all of the villas have mosquito nets?

Suppose a member of our party is taken ill?

What if the illness is serious or there has been an accident?

What if we are disturbed by noise?

Suppose we are robbed?

 

 

 

 

 

 

 

 

 

 

 

 

FAQ's concerning General Villa Holiday Holiday Issues

 

QUESTION:  How do we find the office?

ANSWER:  We have available directions and maps that you can print in preparation for your journey -

Directions from Alicante airport.

Directions from Valencia airport.

Directions from anywhere else, in case you are landing at (say) Barcelona, Madrid or Murcia, or in case you are driving.

The directions take you to exit 63 on the A7 (E15).  Then we have a road and street map from the motorway exit to our office.

PLEASE CLICK HERE - for the map, directions and taxi letter.  Please note that we will be opening a NEW WINDOW on your browser.  To close this window first - CLICK HERE.

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QUESTION:  Suppose we don't have a hire-car, how do we get from the airport?

ANSWER:  There are taxis, busses and we also provide the Airport VIP Service -

Depending on where you villa is situated the cost of a taxi from Alicante airport varies from 75 to 85 Euros (Summer 2002).  Valencia airport is around 25 Euros more.  The driver should not charge for the return trip nor is there any extra charge at night.
We regret that we are not able to send a taxi from Moraira to collect you but we do provide a letter (in Spanish) for you to hand to the 1st taxi on the rank.  CLICK HERE for details.

There is a regular bus service from Alicante airport to the main bus station.  From here you can get another bus to Teulada but you would then need a taxi to our office (around 8 Klm.).
The Holiday Consultants can provide full details.

The Airport VIP Service provides a correctly licensed drive (PSV) to meet your flight at any time of the day or night.  Provided that we have the correct details the driver will wait through flight delays. 
If you arrive after our office has closed the driver would have the villa keys and take you straight there.
If you group size is more than 4 then a taxi(s) will be provided to follow or the driver will escort a hire-car as well, directly to the villa.
The Holiday Consultants can provide full details about the VIP Airport Service.

 

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QUESTION:  What should we bring on holiday

ANSWER:  Apart from the obvious things, such as passport, driving licence, sun cream etc. we would say the most important items are the directions and map to our office and a mobile phone.

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QUESTION:  Can we bring our dog?

ANSWER:  We are sorry but this is not possible.
Pets are not permitted under any circumstances due to the fact that ongoing clients may have an allergy to animals and in accordance with current regulations.
Additionally clients are requested not to feed or allow stray cats or dogs inside the property.

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QUESTION:  Suppose our flight is delayed?

ANSWER:  We are normally open until 22:00.  Your ETA should have been established i.e. if you are on one of our flights or if you had advised us of your arrival details.  We calculate your ETA as 150 minutes after landing at Alicante airport and 180 minutes for Murcia or Valencia.
If you are delayed, for any reason, please telephone as someone might be waiting for you.
If these arrangements go wrong then we would always leave your keys and a map on the office door for at least 24 hours after ETA.
If you are expecting to arrive late at night or don't like the idea of finding your way in the dark then you might like to take advantage of our Airport VIP Service.  This is also useful for larger groups as the driver will commission taxi(s) or escort a hire-car to our office or your villa.
The Holiday Consultants can provide full details about the VIP Airport Service.

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QUESTION:  Will the supermarkets be open?

ANSWER:  The main supermarkets are open during the summer months until 20:00 but close earlier during the winter.
They are open on Sundays and Fiesta Days in the morning from 09:00 until 13:00.

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QUESTION:  Can we get an evening meal?

ANSWER:  Restaurants close around 22:00 normally and stay open an hour later in the Summer.  Speak to your Holiday Consultant or ask the receptionist when you arrive.
Some establishments will provide take-away meals until 24:00  but these have to be ordered in advance - we have menus in reception, but, if it's getting late, speak to the receptionist as soon as you arrive.

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QUESTION:  What will be in the villa?

ANSWER:  We provide a small "welcome" food pack containing coffee, milk, tea, sugar, orange juice, drinking water, wine, crisps etc.
We can also provide a "late arrivals" food-pack - ask your Holiday Consultant.

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 FAQ's about Villa Servicing

 

QUESTION:  What services are included in the rental charge?

ANSWER:  The following items are included -

Preparation before and cleaning after occupation.

Linen - sheets, towels, kitchen towels and bathroom mats - changed weekly normally on Friday.
If your booking is for 9 days or less the linen change is not included.

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QUESTION:  How many people are included in the servicing?

ANSWER:  Servicing will be provided for the number of people included in your rental contract or holiday quotation.

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QUESTION:  Suppose we need extra cots or beds?

ANSWER:  These are normally included but please read below.

 

QUESTION:  What happens if some extra persons join the party? Will there be an extra charge?

ANSWER:  There will be no extra charges up to the NORMAL capacity of the property.  The exact numbers are stated on the villa description.
However, this only applies as long as you have not had a discount for under occupation.
N.B.  If you increase the number in the party after contracting your holiday there will be a charge to cover admin costs.  Please see "Alterations and Cancellations".

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QUESTION:  How are "Normal" & "Extra" Capacity defined and what exactly do these phrases imply?

ANSWER:  "Normal" Capacity refers to the number of actual beds available.
"Extra" capacity refers to the number of extra persons permitted.  The extras must be babies or children as we provide (free of charge) cots and/or small folding beds.  These folding beds are not suitable for adults or large children.
Any excess of the total capacity (i.e. Normal + Extras) cannot be permitted under any circumstances as these figures are regulated by the Tourist Authority.

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 FAQ's about Holiday Hire-cars

 

QUESTION:  Who is permitted to drive the hire-car?

ANSWER:  Only the main driver (the person who contracted the car) and the second driver.  In either case they must have valid driving licence (and carry it with them in the car) and have had at least two years driving experience.

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QUESTION:  What are the age restrictions?

ANSWER:  All drivers must be over 21 years of age and have had two years driving experience.

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QUESTION:  What does the insurance cover?

ANSWER:  Third party claims, damage to the hired vehicle, passenger and driver injury and recovery costs.
Exclusions - damage to tyres and wheels, the first 25,000 ptas (150 Euros) of any claim, parking and traffic fines.

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QUESTION:  What should we do in the case of an accident?

ANSWER:  If anyone is injured or the other driver does not stop then you MUST call the police.  In any case ALL drivers must fill in the "PARTE EUROPEO).  This is a duplicated form providing all the details.  It matters not if it is the one from your car or the other drivers, just as long as you have a copy.
Please do not admit liability, either verbally or on the form - this is a matter for the Insurance Company or the Court to decide.

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 FAQ's about Flights to the Costa Blanca

 

QUESTION:  How are the flights contracted?

ANSWER:  We are agents for the ATOL holder.  That is to say that we book the flights on your behalf and your contract is with the actual ATOL holder.
Furthermore a distinct and separate arrangement exists (with us) for the villa accommodation, services and hire-car.
This is in correct compliance with the current CAA regulations.

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QUESTION:  What protection do we have with the flight arrangements?

ANSWER:  The ATOL bond provides a financial guarantee.

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QUESTION:  Who exactly is the ATOL holder?

ANSWER:  Unless otherwise stated it is Airejet Travel Ltd - ATOL2222

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QUESTION:  Suppose we have to cancel?

ANSWER:  The cancellation charges are a matter between the client and the ATOL-holder.  However, the ATOL/ABTA current regulations will generally apply but you should take out travel insurance BEFORE booking any element of your holiday and ensure that cancellation charges are covered by the policy.

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 FAQ's about Payments for your Villa Holiday

 

QUESTION:  What are the payment arrangements?

ANSWER:  The deposit of 20% of the total (rental, services, hire-car and any extras) is payable on booking.
The balance is due 8 weeks before the start of your holiday.
Holiday Insurance (where applicable) must be paid in full with the 20% deposit.
The Inventory Deposit (usually £150 or 240 Euros) is payable with the balance payment and returned to you within 3 working days of your departure.

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What about payment security?

ANSWER:  Payments can be made by Credit Card, and this is recommended, but this has to be a Euro transaction.
We take your card details on the telephone

You may also pay to our London bankers in £sterling by Electronic or giro transfer
Bank Transfers are not recommended due to the timescale and the cost.

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What about exchange rate fluctuations?

ANSWER: If you have booked in £sterling we apply the rate of exchange of the day for Euros as shown on the Financial Times Website http://www.ft.com.
You may find that you credit card company have their own exchange rate or charge you a commission and this is a matter between you and the Company.
If you wish to avoid these charges then you can make make a giro or electronic transfer to our London Bankers
If you do make such transfers then we would expect you to confirm payment by email or fax of the transfer document.
NB: We cannot accept transfers for last moment bookings neither do we recommend them for payment of the holiday deposit as we can only hold a villa for 3 days.

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What does the Inventory Deposit cover?

ANSWER:  Due to the contract that we have with our villa owners and in accordance with current Tourist Authority regulations a refundable deposit of GBPounds 150'00 (or 240 Euros) will be charged to cover possible damages, breakages and/or excessively dirty condition on departure. 
You may also have to provide more than this to cover items hired after your arrival and not included in the initial contract but these will be refunded on return of the hired or loaned items provided that the deposit was paid in cash.

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How is it repaid?

ANSWER:  Inventory Deposits must be paid with the balance payment and will be returned by post from Spain no later than 3 working days after your departure in the same currency as the initial payment (i.e. GBP or Euros)

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 FAQ's about Holiday Alterations & Cancellations

 

QUESTION:  What are the cancellation conditions?

ANSWER:  The charges are as follows -

DAYS BEFORE ARRIVAL DATE

PROPORTION OF TOTAL

More than 56

20%

28 - 55

50%

Less than 28

100%

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Will I lose the money?

ANSWER:  You should not lose the money if you have insurance and a valid reason to cancel.

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How do I cancel?

ANSWER:  Phone your holiday consultant as quickly as possible and then confirm in writing.
If you have booked flights you would also have to inform the flight company.

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How do I alter my holiday?

ANSWER:  Phone your holiday consultant with the details.

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What are the alteration charges?

ANSWER:  There are no charges if you are adding elements to your holiday (i.e. 1st or 2nd hire-car, flights, Airport VIP Service) or simply adding extra items (TV, video, cot, high-chair etc.)
In all other cases, including canceling holiday elements, there will be an administration fee of £10 (15'60 Euros)

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 FAQ's about Breakdown & Complaints in your Holiday Villa

 

QUESTION:  How do I notify breakdowns and/or shortages?

ANSWER:  You should phone or call in at the office as soon as possible.  Most of our cleaning staff speak only Spanish and may not understand but the solution here is to give them a note for us.

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QUESTION:  When do they get fixed?

ANSWER:  A soon as is reasonably possible.  Most problems are attended to on the same or the following day but we cannot promise to handle no-urgent matters on Saturdays (due to arrivals) Sundays or Fiesta Days.

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QUESTION:  Suppose we are generally dissatisfied?

ANSWER:  We want you to enjoy your holiday and book with us again.  Consequently you holiday convenience and satisfaction are placed on top of all other objectives.
If you are dissatisfied for any reason then we would like to know as quickly as possible and there are "Incident Report Forms" available at reception.

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QUESTION:  Suppose we don't like the villa or it is unsuitable?

ANSWER:  The villa description forms part of the contract and it is your obligation to ensure that the chosen property is suitable.  Obviously, if there is a error in the description then the fault is our and we must respond.
However, we want to ensure that you enjoy your holiday and accept the fact that it is not always possible to imagine a property from its description.  Therefore, if you are not happy with the villa when you arrive and we have another available, then we would be pleased to locate you providing that -

  1. You pay the difference in price (if any).

  2. You pay the costs of preparing the alternative property (this would vary according to size).

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QUESTION:  Do you have a complaints arbitration scheme?

ANSWER:  We are a rental agency registered with the Tourist Authority who ultimately have jurisdiction regarding complaints.
If you are not satisfied with the offer provided by our Customer Relations Department then you have the right to make an official complaint - and we would assist you with this.
The Tourist Authority is extremely active in this matter and provide a valuable arbitration service.  Every complaint is followed up and the inspector would correspond with you directly in your own language.
We agree to comply with the findings of the Tourist Authority in respect of complaints.

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 FAQ's about problems during the holiday.

 

QUESTION:  What are the arrangements about heating, air-conditioning and heated pools?

ANSWER: There is always a charge for the fuel (electricity, gas or fuel oil) where these facilities are available and some villas have meters. A deposit is payable on arrival, the difference is deducted from this deposit on departure and these transactions must always be in cash.

Generally "switch-on" arrangements before arrival are as follows -

 

a) Heating & Central Heating - Unless we are informed otherwise, between 1st October and 30th April the heating will be switched on beforehand and you would be expected to pay the deposit on arrival.

In the case of log-burning stoves 50 Kgs of fuel will be supplied and fully paid for on arrival. No rebate will be made for unused fuel and you have to provide 2 days notice if further supplies are required.

If the only heating is a portable gas heater then one bottle will be supplied, which also has to be paid for, and further supplies can be collected from our office.

 

b) Air Conditioning and Heated Pools - will not be pre switched-on unless requested in good time. Please note that we may not be able to arrange this at a moments notice.

 

QUESTION:  Do all of the villas have mosquito nets?

ANSWER:  Most properties do not have mosquito nets and the reason is that they are not considered to be the best solution.
One problem is that they cut the ventilation down by up to 50%.
Our advice is that you need three products -

1.  Repellant Creams - Mosquito nets will not protect you whilst sitting outside in the evening and this is when most "attacks" occur.

2.  Knockdown Spray - Close the window and door and spray the bedroom - at least 30 minutes before you go to bed, but better several hours so that the smell has gone.

3.  Plug In Appliances - Some have tablets, others have liquid containers.  They are odourless and keep the mozzies away all night.

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QUESTION:  Suppose a member of our party is taken ill?

ANSWER:  If the illness is of a minor nature then, unlike in most other countries, a pharmacist is qualified to prescribe medication.
The pharmacist has a professional and legal obligation to refer the patient to a doctor if the condition or illness is considered serious enough.

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QUESTION:  What if the illness is serious or there has been an accident?

ANSWER:  There are medical clinics in every town, most open on a 24-hour basis, large hospitals in Benidorm, Denia and Alicante and doctors available for house visits.
The emergency services are on 062 or you can call us.
If you don't have a telephone the best remedy is to drive the patient to the nearest clinic or our office. 
Please Note Well
- under these circumstances you always have to decide if moving the patient could aggravate the illness or injury.  If this is the case then best to send another member of the party for help or knock on a neighbour's door.

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QUESTION:  What if we are disturbed by noise?

ANSWER:  It should be understood that Spanish Coastal Resorts, like all other popular holiday areas, can be quite noisy at times - especially during the busy season.
In the case of complaints about noisy neighbours, building sites etc. the Municipal Authorities shall have jurisdiction as our only remedy is relocation in another property - if available.
You should let us know, in the first instance, and we would try to resolve the problem by speaking to the party concerned.  If this fails then we would help you make an official complaint.

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QUESTION:  Suppose we are robbed?

ANSWER:  If this happens in a public place then report the incident to a municipal policeman or guardia civil.
If you cannot find one then call 062 on your mobile phone or from a call box (no money required).
If you are burgled then call the municipal police or guardia civil.  They would normally attend within a few minutes or up to a half-hour.
You would have to make a statement (denuncia) at the police station as soon as possible and they would require a list of all items stolen plus the new value.
If you don't write Spanish then make the list in your own language and we would translate it for you.

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